Please read the following carefully before purchasing from our website. As a Cook Spanish customer, you agree to be bound by the following Terms and Conditions.

Your rights

1). The Terms and Conditions described here do not affect your statutory rights. Cook Spanish is based in the United Kingdom, and you are therefore protected by United Kingdom consumer protection legislation.

Your information

2). You agree to ensure that all personal details you give to Cook Spanish at the time of ordering are correct and complete. If your details change after you place your order but before it is dispatched, you agree to inform us immediately so we can ensure your product is sent to the correct place.

3). We cannot be held responsible for orders being dispatched to an address that was not provided correctly or accurately. Any such orders will not be eligible for refund of payment.

4). We take the privacy and security of your data seriously. We only collect data about you that you voluntarily disclose, including (but not limited to) email addresses and postal addresses. This information is stored by us in a secure location. All financial transactions are to be handled by Paypal and we therefore never have access to your credit or debit card details. As such we are unable to store this information. We agree to never pass on or sell any of your personal details to third parties.

5). Unfortunately, no data transmission over the internet can be guaranteed 100% secure. While we strive to protect your personal information, we cannot ensure or warrant the security of any information that you send to us, and you do so at your own risk.

6). Should you wish to review the personal data that we hold about you, please contact us. You are free to ask us to remove or update this personal information at any time.

Product information

7). All our terracotta products are supplied with care instructions. It is highly important that these are followed, and we will not accept liability for any damage that occurs to items as a result of these instructions being ignored or misapplied.

8). All products available in our online shop have size information supplied. While we do all we can to ensure that this information is accurate, the sizes given are approximate and to the nearest centimeter or gram. Due to our products being hand-made, sizes and weights of individual items may vary from those displayed. We recommend measuring your microwave / oven, etc before ordering some of the larger products.

9). Our products are individually hand-painted. Slight variations in the designs are normal, and the product you receive is likely to be subtly different from the photograph displayed in our online shop.

Ordering, payment and delivery

10). We will send you email confirmation of your order and a receipt at the time the order is placed.

11). It is not possible to guarantee that all of our products will always be available. If a product is out of stock we will endeavour to make this clear in our online shop. In the unlikely event of us receiving payment for a product that we do not have in stock, we will contact you as soon as possible to offer either a) a full refund, b) an alternative product – which may involve further payment or a partial refund, depending on its price compared with the original order or c) to place your order on hold until we can fulfill it. In the case of placing an order on hold we will give you an estimate of how long it will take before we will have the product in stock again. As we source our stock from Spain, this may take some time.

12). We only accept payment for products on our website via Paypal.

13). We aim to dispatch orders within 48 hours of confirmation of receipt of payment.

14). Our packaging is designed to minimize the likelihood of breakages occurring during postage. However, due to the fragility of our products we are unable to guarantee that breakages will never occur. In the event that your order is damaged on arrival, you must contact us within 24 hours of receipt. We will then decide on how to proceed:

In the event that an item has suffered major damage (e.g. broken into several pieces), we require a photograph as proof. We will then either send a replacement item or issue a full refund. Replacements will be dispatched within 48 hours of receipt of the photograph.

In the event that an item has only minor damage (e.g. a scratch / chip), we still require a photograph, but also that the item is returned to us before a replacement can be sent or a refund made. In this case, the item must be returned in its original packaging. Please see our Conditions regarding returns below.

All decisions regarding whether to refund or replace an item will ultimately be ours.

15). In the unlikely event of a mistake being made in a bill or receipt, please contact us as soon as possible. We aim to correct mistakes within 30 working days.

Postage and packaging

16). Our packaging is designed to afford the highest protection to your order. This includes protective wrapping in a double-walled foam-moulded box.

17). Although we cannot guarantee the delivery time, most United Kingdom orders will be delivered within 3 – 5 working days. Deliveries to countries outside the United Kingdom will take longer. Please contact us if you require delivery outside the United Kingdom.

18). Our postage and packaging costs are factored into the price shown for each item in our website shop. There are no hidden costs.

Returns policy

19). If you are unhappy with your order for reasons other than damage, you can return items to us within the first seven days after receipt. The following procedure must be followed:

Items must be in pristine condition and returned in their original packaging.

If items are returned in packaging that is not original, you may forfeit a refund should the items suffer damage during return postage.

You must contact us within the first 7 days after receipt to notify us that you are returning an item before posting it.

You will be liable for the postage costs of returning the item to us.

We recommend that items returned to us are sent using a tracked postal service. We will not accept liability for any items that are lost during postage and will not issue refunds if this occurs.

We will refund you within 30 working days of receipt of the returned goods.

20). If items are being returned due to minor damage – as described in Condition 14b, then the following procedure must be followed:

Items must be returned in their original packaging.

If items are returned in packaging that is not original, you may forfeit a refund should the items suffer major damage during return postage.

You must contact us within 24 hours after receipt to notify us that you are returning an item due to damage before posting it.

We recommend that items returned to us are sent using a tracked postal service. We will not accept liability for any items that are lost during postage and will not issue refunds if this occurs.

We will refund the cost of postage incurred by you in order to return the damaged items to us.

We will refund you within 30 working days of receipt of the returned goods. Replacements will be dispatched within 48 hours of receipt of the returned item.

Termination and Cancellation

21). We reserve the right to refuse order requests, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you.

22). We reserve the right to modify or remove information from this web site at any time. We also reserve the right to modify these Terms and Conditions at any time. You will be subject to the Terms and Conditions in force at the time that you use the website or order goods from us, unless any change to these Terms and Conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you).

23). If any of these Terms and Conditions are deemed invalid, void, or for any reason unenforceable, that Condition will be deemed severable and will not affect the validity and enforceability of any remaining Condition.

24). Product range, prices and availability of goods are subject to change.

Disclaimers and Security

25). By using this website you accept that it is at your own risk. We make every effort to ensure that the information we display is correct, accurate and up to date. However, we do not accept responsibility for any loss or liability resulting from use of information we display on our site.

26). Other websites that we provide links to are not under our control. We therefore will not be held responsible for their content, views or business practices and will not be held liable for any loss or liability incurred by using these sites.

27). When an exceptionally large order or one of high value is placed we reserve the right to contact you before dispatch to ensure that the order is not fraudulent.

Taxes and Customs

28). Where applicable, VAT is included in the price shown.

29). If ordering from overseas, goods may be subject to import duties and taxes, which are levied once the package reaches its destination. Any charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Cross-border deliveries may be subject to opening and inspection by customs authorities. We accept no liability for breakages or damage that may result during such inspections.

Governing law and jurisdiction

30). These Terms and Conditions are governed by and construed in accordance with the laws of the United Kingdom. You agree, as we do, to submit to the non-exclusive jurisdiction of the courts of the United Kingdom.